by John Lucker | Released November 2013 | ISBN: 3133326714001

The game today is no longer just about products and services, but rather holistic, end-to-end customer experiences. Great experiences create loyal customers and competitive advantage; missteps can create long-term damage. In this interactive HBR webinar, Deloitte Analytics' John Lucker focuses on how customer analytics can be used to improve the customer experience and strengthen customer relationships. Lucker explains why customer analytics matter more now than ever. He discusses how analyzing customer data can generate a higher return on marketing and promotions, and how insights from analytics can be used to reduce customer churn, lower acquisition costs, increase customer loyalty, and improve customer service efficiency. Show and hide more

1. Leveraging Customer Analytics 00:59:52
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